Support
Welcome to the IKMZ support page!
In order to help you quickly and efficiently with technical enquiries, we offer you comprehensive instructions for creating support tickets here. A well-structured ticket enables our employees to quickly record your request and forward it directly to the relevant department.
Our ticket system ensures that all enquiries are recorded centrally and dealt with by the appropriate experts at the IKMZ. For this to work smoothly, it is important that your ticket contains all the relevant information. On this page you will find a detailed checklist of what information is required - from the description of the problem to the systems affected.We also provide an overview of all support addresses so that you can quickly find the right contact person for specific questions. Our aim is to offer you the best possible service so that your day-to-day work runs as smoothly as possible.How do I create a ticket?
1. Basic information:
- Contact information of the person reporting the problem. (Faculty, LS, ZE)
- Location (building and room, or home office) where the problem occurred
- Which application (viaCampus, Moodle, OWA, etc.)
2. description of the problem:
- Detailed description of the problem: What exactly is not working? Describe the problem in as much detail as possible. You are also welcome to use screenshots.
- Frequency of the problem: Does it occur continuously or only sporadically?
- Are other programmes or actions affected by the same problem?
- Are there any error messages? Please provide exact wording, error messages and screenshots .
3. affected systems and hardware:
- Type of devices affected (e.g.: computers, printers, network devices) .
- Operating system (Windows, Apple, Android), software versions, internet browser (Chrome, Firefox, etc.).
- Hardware details such as model and brand.
4. relevance and impact:
- Impact of the problem: Does it affect individuals, an entire team or the entire university?
- Urgency: How critical is the problem? Are there deadlines or important events that are affected?
5. Steps taken so far:
- What measures have already been taken to solve the problem?
- Has the problem been reported in the past? If so, what solutions have been tried?
6. Network and user information:
- Network connection: Is a wired connection or WLAN in use?
- User interface: Do you use VPN or other special authentication methods?
- Are internal university programmes or applications used?
7. witness statements or feedback from other affected persons:
- Have other users reported the same problem? Please give us information about the number and descriptions of similar cases.
- Further information that may help diagnose and resolve the problem .
- Describe previous changes due to updates or working methods
8. Additional information:
Overview of all support addresses
Central support address
- Your enquiries will be passed on to the relevant colleagues from here.
- it-support@europa-uni.de
Management applications
- All matters relating to the areas supported by the Administrative Applications department: Departments I-III, University Library
- verwaltung-support@europa-uni.de
WLAN and telephony
- Enquiries concerning the network, WLAN, telephony and Cisco Jabber
- telefon-support@europa-uni.de
- wlan-support@europa-uni.de
CMS and web service
- Central website in CMS Fiona, IT consulting for other web projects, research projects and web analysis.
- cms-support@europa-uni.de
Event management
- All matters relating to events at the university and room bookings
- veranstaltungsmanagement@europa-uni.de
Multimedia
- Recording of events, sound and video technology, event technology, use of the IKMZ studios, digitisation of media.
- multimedia-support@europa-uni.de
viaCampus
- All matters relating to viaCampus.
- viacampus@europa-uni.de
E-learning systems
- All matters relating to the Moodle learning management system and other e-learning systems
- elearning-support@europa-uni.de